I have a newer product (cooling menthol pads), that I listed and started selling on Amazon FBA a few months ago. Before activating the listing, Amazon asked for product pictures from every side of the box and had me make a few corrections to the product description. I uploaded the pictures and made the couple minor revisions and then everything was good until about a month or two ago.

I received an email saying my product didn't meet Amazon's requirements. After many rounds of back and forth with the Help Ticket, I was told that my product makes a claim that is no longer allowed. Specifically, they said I needed to remove the word "Pain Relief" from the product title, description, and bullet points. Ok, I understand things change, so I immediately went into seller central and edited the description, title, and bullet points to make sure there was no mention of Pain Relief. Easy fix, right? Nope, after make the changes and saving, I get the customary message that it may take up to 24 hours to reflect the changes. Here's the problem, it never updates.

So far, here is what I've done.

Submitted multiple Cases (one at a time) to support explaining the issue. Support replies back with the same canned email each time. When I reply back, I politely ask them to address my concern and not to send me a pre-worded message. I explain that the instructions they are providing does not work and I need further assistance. Guess what I get back in reply to my email. A similar canned reply. After multiple cases and back and forth, I've determined that there are only 2 replies I receive. The first is the very first email I received that tells me to remove any details of Pain Relief. This is always the first response to my cases even though I clearly state I have done all that before it is not working. The 2nd email I receive after replying is that they need product pictures of every side of my packaging (which I reply and send them). The infinite loop of these 2 responses continues from there.

I've also tried talking with Amazon support. And while they are nice, they all tell me the same thing. They have no ability to help me with their very limited access and powers. After begging for some actual help they tell me they will escalate my issue to their specialists and that I will receive an email with more instructions soon. Guess what email I receive when they get back to me. Yep, the same default email I received originally. 3 escalations now and no help whatsoever.

I am convinced now that there isn't really any person looking or reading my issues. It is obviously just a robot/AI. While I understand that can be a good first line of answers, I shouldn't have to jump through these many hoops just to fix a MINOR text issue.

I am hoping Amazon still employs real people and that one of those real people may see this post and take pity on me. I don't know what else to do and could really use some help.

Regards,

Doug